Customer Support Team Manager

GXS; Petaling Jaya; On-site; MYR 150,000 - 240,000; Full time

Job summary

GXBank is seeking a seasoned Head of Contact Centre to lead and inspire a team across live chat, voice, email, and social channels. You will own performance, coaching culture, retention, engagement, and attendance, while driving BI-based action plans and resolving escalations with sound judgment.

You'll work with CRM tech, contact center software, and office tools to continuously improve operations. Flexibility for shift rotations and holidays is expected.

Qualifications

• 4+ years in a Contact Centre / Customer Service environment within financial institutions, payments, cards, digital banks, e-wallets, or acquirers.
• Minimum of 2 years directly managing, coaching, and developing teams.
• Solid hands-on knowledge of CRM systems, contact center software, MS Office, and Google Suite.
• Strong problem-solving skills, initiative, high attention to detail, and a genuine concern for delivering high-quality outcomes for customers.
• Open to working flexible schedules, including shift rotations, weekends, and Public Holidays.

Responsibilities

• Lead & Inspire: Coach, motivate, and develop a team of high-performing executives across live chat, voice, email, and social media channels.
• People Ownership: Take full accountability for team performance, coaching culture, retention, engagement, conflict resolution, and attendance management.
• Data-Driven Strategy: Translate business intelligence data into actionable performance plans for your individual team members.
• Escalation Excellence: Resolve escalated customer issues using sound business judgment, protecting and enhancing GX Bank’s reputation and values.
• Process & Tech Innovation: Work closely with contact center servicing technologies, CRM systems, and channel strategies to continuously improve operations.
• Culture Champion: Conduct impactful coaching conversations to reinforce GX Bank values and build an inclusive, feedback-rich environment.

Skills

People management

CRM systems

Customer service

Data analysis

MS Office

Google Suite

Problem solving

Communication

Tools

CRM software

Job description

Who We Are

GXBank is the FIRST digital bank in Malaysia approved by Bank Negara Malaysia (BNM). Backed by Grab, our mission is simple yet powerful: to leverage cutting-edge technology to serve the unserved and underserved—the everyday Malaysians and MSMEs who need it most.

We are a team driven by passion, innovation, and a shared purpose to redefine the financial landscape. If you’re tired of legacy systems and want to build something that truly matters, you belong here.

What you’ll be doing

• Lead & Inspire: Coach, motivate, and develop a team of high-performing executives across live chat, voice, email, and social media channels.
• People Ownership: Take full accountability for team performance, coaching culture, retention, engagement, conflict resolution, and attendance management.
• Data-Driven Strategy: Translate business intelligence data into actionable performance plans for your individual team members.
• Escalation Excellence: Resolve escalated customer issues using sound business judgment, protecting and enhancing GX Bank’s reputation and values.
• Process & Tech Innovation: Work closely with contact center servicing technologies, CRM systems, and channel strategies to continuously improve operations.
• Culture Champion: Conduct impactful coaching conversations to reinforce GX Bank values and build an inclusive, feedback-rich environment.

What you bring

• Minimum of 4 years in a Contact Centre / Customer Service environment within financial institutions, payments, cards, digital banks, e-wallets, or acquirers.
• Minimum of 2 years directly managing, coaching, and developing teams.
• Solid hands-on knowledge of CRM systems, contact center software, MS Office, and Google Suite.
• Strong problem-solving skills, initiative, high attention to detail, and a genuine concern for delivering high-quality outcomes for customers.
• Open to working flexible schedules, including shift rotations, weekends, and Public Holidays.